management reporting for meetings, a con- cierge can show guests local amenities from an iPad, and maintenance facilities can ensure that issues are dealt with quickly.” McIndoe points out that operators want to
make better use of the vast amounts of data in the PMS to drive bookings and revenue and to provide successful CRM campaigns based on user profiles to entice guests to return. “The potential to change business perfor- mance is huge,” he says. “The PMS must pro- vide data to other solutions to ensure it is selling rooms to maximise revenues. It can ensure staffing levels are correct and that guests are being looked after without overstaff- ing and wasting resource and money. It can provide data to reservations and websites to maximise the hotel’s presence on the internet in real-time, so that all rooms are sold, and this data means we can communicate with our guests to ensure that we exceed their expecta- tion during their stay.” He adds that hotels with energy manage- ment systems can set the room to the guest’s preferred temperature at check-in. This not only pampers the guest, it ensures that vacant rooms are not being heated unnecessarily. The bottom line is that your PMS can now
help to enhance the guest’s stay. “It’s all about the guest experience,” says McIndoe. “This includes giving guests the ability to choose their room, allowing them to check-in prior to arrival so there is no need to queue, to use their mobile to open the room door, and to check out without queueing and receive the invoice by email.”
THE PERSONAL TOUCH For sure, enhanced service is key to profit- ability. People used to stay at hotels to enjoy larger TVs, faster internet, bigger beds and better showers than they had at home, but these days guests typically own all of these so hotels need to differentiate. Aditya Sanghi, chief executive and co-
founder of hospitality tech firm
Hotelogix.com says: “Hotel owners can spend less time man- aging multiple systems and more time improving guest experience by employing an effective PMS,” says Sanghi. Administering rates, keeping a check on inventory availability and streamlining front and back office opera- tions can be managed from one single dash- board. Not only this, bill-split and settlement
“In a nutshell, PMS is critical in
every aspect” Aditya Sanghi
for multiple PoS outlets can be easily done. In a nutshell, PMS is critical in every aspect.” He adds that a good PMS can forecast busi- ness trends and generate reports to help track performance, and by providing accurate infor- mation and reports on a centralised dashboard, it eases the decision-making process. It can also reduce the chance of double-bookings. An all-in-one PMS with two-way connectivity can update room inventory in real time.
AUTOMATIC ALLOCATION The 68-bedroom Southcliffe Hotel in Folk- stone, Kent, has introduced the Hotelogix cloud PMS and reports a number of benefits. With
The top five ways a cloud-based PMS can affect performance 1
Accelerating growth It enables reduced start-up and installation
time at properties. 2
Enhancing innovation Cloud’s capability
to continuously update software leads to more efficient development of innovative services.
38 | Technology Prospectus 2018
3 4
Providing greater financial flexibility Cloud facilitates
financing by allowing a shift from CapEx to OpEx.
Increasing productivity Performance can be enhanced across
the board because cloud helps reduce training time and accelerate tasks
such as check-in/check-out, housekeeping and maintenance.
5
Improving guest satisfaction and loyalty The tandem of cloud
and mobile solutions allows exceptional service to be delivered anywhere, any time, helping win customer allegiance.
the old system, the hotel had faced instances of double-bookings and the slow reporting tool meant the business often lost two or three rooms per night on a busy weekend. The new mobile app has changed all that.
Cost-wise, the hotel is now saving about six man hours a day because bookings auto-pop- ulate. As room distribution is now managed more efficiently, the hotel can see the statistics of each booking, including lead time and monetary value. Also, the two-way interface means there are no incorrect bookings. The PoS integration has helped increase the revenues, too, according to general manager Ian Jackson: “Our restaurant hardly upsold beverages, and when they did, someone would forget to charge to guest’s account. Now with a tablet, the team can access the room number and charge accordingly,” he says. “I can even use my smartphone to check-in clients, giving a more personal and speedy service.” Sanghi adds: “Hoteliers are using PMS to gain competitive advantage in terms of reve- nue per available room, average daily rate, scal- ability and reliability, and enhanced customer lifetime value, to name a few. With smart rate management features (occupancy-based pric- ing, dynamic pricing, seasonal pricing, and so on) and by leveraging the insightful data that PMS provides, one can maximise value out of each room sold even during low season.” Smaller operators can also benefit from PMS. Eviivo, for instance, builds PMS soft- ware that is suited to B&Bs and small indepen- dent hoteliers. Fundamentally, it enables owners to drive revenues by distributing avail- able rooms across multiple OTAs. It also speeds up internal processes, including credit/debit card pre-authorisation, manages customer requirements and outstanding pay- ments. It will send an automated email to
www.thecaterer.com
SOURCE: ORACLE
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